Manager, Customer Implementation (INTERNAL APPLICANTS ONLY)

• Lead, coach, and develop a team of Implementation Managers through 1:1s, project reviews, and direct coaching on active accounts
• Set clear performance expectations against time-to-value, on-time launch rate, training completion, and handoff quality
• Build individual development plans; develop IMs into increasingly autonomous, high-quality practitioners
• Recruit, interview, and onboard new Implementation Managers; own their ramp to independent account ownership
• Set expectations for IMs to run special projects, product upgrades, and SME support work between launches, each one leaving behind a reusable playbook

• Manage implementation capacity across the team; match IM workload to the incoming pipeline from Sales and to special-project and upgrade demand from the existing base
• Prioritize account assignments based on size, complexity, and academic calendar constraints
• Prioritize special projects — platform migrations, product upgrades, new capability rollouts — and SME requests from Account Management alongside new implementations
• Maintain visibility across all active implementations; identify at-risk projects and intervene early
• Track team-level KPIs weekly; forecast on-time launch rates and flag risks to the Director Customer Experience

• Build and maintain the implementation playbook: project templates, technical configuration guides, training frameworks, and handoff documentation standards
• Own the technical toolset for implementation, rostering platforms (Clever, ClassLink, OneRoster), SSO configuration, and data validation workflows
• Drive continuous improvement in implementation speed and quality through process iteration and tooling enhancements
• Maintain and improve the standards for the written handoff from Implementation to Account Management
• Maintain a library of playbooks from completed special projects and upgrades so improvements compound across the team

• Partner with the AE team on handoff documentation quality — ensure IMs receive complete handoffs and provide feedback when they don't
• Work with the Managers, Account Management on the go-live handoff process, and on the SME requests, escalations, and upsell/expansion signals IMs surface from the base
• Ensure IMs have bandwidth to support Account Executives on trials and technical evaluations when pulled in for implementation-grade depth
• Bring recurring technical friction points to the Product team as a structured input to the roadmap
• Report team performance, capacity, and risk to the Director, Customer Experience

In the first 30 days:

• Full understanding of the current implementation process, tooling, and team capacity
• Active implementations reviewed with each IM; risk flags identified and addressed
• Relationships established with AE team and Account Management

In the first 90 days:

• Implementation playbook reviewed and updated with any identified gaps
• Capacity model built for current pipeline
• Individual development plans in place for each IM
• First special project or upgrade delivered by the team, with a playbook captured

• Average time to value (contract → go-live): 7 weeks
• On-time launch rate: x %
• Training completion rate: x %
• Handoff quality rating of 4+/5 from Account Management, consistently
• Special projects and upgrades delivered on schedule, each with a reusable playbook left behind

• 5+ years in SaaS implementation, technical customer success, or onboarding, with at least 2 years in a team management or lead role
• Deep experience with SSO configuration and rostering integrations (Clever, ClassLink, OneRoster)
• Proven ability to manage complex, multi-account implementation programs at scale
• Strong project management skills; experience managing team capacity and cross-account timelines
• Excellent coaching ability — you can develop IMs ranging from new to experienced
• Clear, precise written communication — implementation is a documentation-heavy discipline
• K-12 EdTech experience strongly preferred

• A process builder — you see gaps in the playbook and fill them; you leave every workflow cleaner than you found it
• Technically fluent — you can get into the details of an integration issue or a data mapping problem when your team needs it
• A great coach — your instinct is to teach the IM how to solve the problem, not to solve it for them
• Calm under school-calendar pressure — you know launches can't slip, and you plan accordingly
• Collaborative at the seams — you hold both the AE → IM and the IM → AM handoff to a high standard
• Mission-aligned — you understand that every on-time launch is a school district getting to the value they signed up for

Role Compensation 💰

Base Salary: $94,500- $121,500 (90%) Variable : $10,500-$13,500 OTE: $105,000 - $135,000

Base Salary: $112,500 - $139,500 (90%) Variable: $12,500 - $15,500 OTE: $125,000 - $155,000

At Minga, we believe compensation should reflect impact, fairness, and market alignment , supporting our mission to empower educators and students while building a high-performing, people-first culture.

Our standard is to pay at or near the midpoint of the range unless there is a clear business rationale to vary.

This approach allows for growth and provides room to learn and develop within the role.

We also conduct annual compensation reviews in November, which take into account both market benchmarks and individual performance.